Kit Sekelsky

Live agent speaking with a customer

Optimize CX with Live & Virtual Agents

Even in today’s world of text-based chatbots and social media support channels, 76% of customers still use voice when contacting customer service. That’s significant. And when customer experience and customer satisfaction are often the key differentiators, determining whether a customer will stick with you or turn to a competitor, making sure your voice channel is …

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Examples of Conversational AI in Healthcare

Use Cases In an industry as huge as healthcare, it’s no surprise that organizations rely heavily on their contact centers. And, even more than in other industries, callers typically need resolutions as fast as humanly possible. Or should I say… as fast as virtually possible. That’s where conversational AI can come in.  The first question that will come …

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Secure IVR Payments

Automating recurring processes and tasks is one of the best options for improving the efficiency of your call centers. However, there is still hesitation around utilizing phone communications when it comes to collecting payments from clients or customers. The biggest concern is collecting payments safely while securing customers’ personal data.  Other concerns include helping customers …

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IVR Automation

What Is IVR Automation?

Interactive Voice Response (IVR) technology has been around in commercial space since the 1970s and has become ubiquitous to the point where most people anticipate it when calling company phone numbers. While the sound of an IVR was once a precursor to frustration, fortunately IVR technology has come a long way over the decades, especially …

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Data Security Laws

Data Security Laws and How They Affect Your Call Center

Whether your contact center handles sensitive information such as payment credentials, SSN’s, and medical history or merely names and phone numbers, data security should be a priority, especially when bringing in new technology vendors or expanding your operations. Depending on your industry and what type of information you handle, different rules and regulations may apply. …

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Virtual Payment Assistant

Plum’s Virtual Payment Agent That Conferences Into Calls to Descope Contact Centers from PCI-DSS

Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact center agents, particularly as PCI-DSS standards become stricter and as agents increasingly work at home.  With this growing pressure to improve the security of payments involving contact …

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how to simplify pci compliance

How To Simplify PCI Compliance With Descoping

In 2020, the voice channel still accounts for a great deal of credit card transactions, whether for bill pay, purchases, or account renewals. Contact centers handle 1.6 billion credit card transactions annually.  With this in mind, and with the technology used by fraudsters growing ever more complex, security should be a top priority, especially considering …

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The Automation Powerhouse of the Contact Center

Contact Center Automation Enhances Customer Service Options If you’re wondering how best to automate your contact center’s customer service options, you’re certainly not alone. Automating contact center operations is a more common occurrence than it used to be due to several factors, including: Contact centers are still going strong, but self-service processes powered by artificial …

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